Refund policy

FurStyle Refund & Returns Policy

Last updated: 27 September 2026

At FurStyle, we want you and your pets to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it fairly and in accordance with applicable South African consumer law.

This Refund & Returns Policy applies to purchases made through the FurStyle online store at https://furstyle.co.za/ and is subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and other applicable South African laws.

Nothing in this policy is intended to limit, exclude or waive any consumer right that cannot lawfully be limited, excluded or waived.

1. Your Statutory Rights

FurStyle respects your rights as a consumer under South African law.

Where goods supplied by FurStyle are defective, unsafe, not of the required quality, unsuitable for their intended purpose, or otherwise fail to meet the applicable requirements of the CPA, you may have the right to return the goods within six months of delivery.

Under section 56 of the CPA, qualifying defective goods may be returned without penalty and at the supplier's risk and expense. The consumer may direct the supplier to repair or replace the goods, or refund the price paid, subject to the applicable provisions of the CPA.

These statutory rights are separate from and in addition to any voluntary return or refund policy offered by FurStyle.

2. Seven-Day Cooling-Off Period for Online Purchases

For qualifying electronic transactions, ECTA provides consumers with the right to cancel certain transactions without giving a reason and without penalty within seven days after receiving the goods.

If you exercise this right:

  • You must notify FurStyle within the applicable seven-day period.
  • The goods must be returned to FurStyle.
  • You are responsible for the direct cost of returning the goods, as provided for by ECTA.
  • FurStyle will process the applicable refund in accordance with ECTA.

Where payment has already been made, ECTA provides for a full refund within 30 days of cancellation.

The seven-day cooling-off right is subject to the exclusions and requirements contained in ECTA.

3. Defective or Faulty Products

If your product is defective, faulty, unsafe, or does not meet the applicable quality requirements, please contact us as soon as reasonably possible.

Qualifying goods are subject to an implied warranty of quality under the CPA. Where the statutory requirements are met, you may return the goods within six months of delivery and may direct FurStyle to repair, replace or refund the goods, in accordance with the CPA.

To help us assess your claim, please provide:

  • Order number
  • Full name
  • Contact details
  • Description of the problem
  • Photographs or video showing the defect, where reasonably possible
  • Any other information reasonably required to assess the issue

We may reasonably need to inspect the product to assess the reported defect.

If the product qualifies for a statutory remedy, FurStyle will handle the return and applicable remedy in accordance with the CPA.

4. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

  • Your order number
  • Photographs of the damaged product
  • Photographs of the packaging
  • A description of the damage

We will assess the issue and, where appropriate, arrange a replacement or refund in accordance with applicable law.

Please retain the original packaging until the matter has been resolved, where reasonably possible.

5. Incorrect Products or Missing Items

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange for the correct product to be supplied or provide an appropriate refund or other remedy.

6. Change-of-Mind Returns

Where a customer simply changes their mind about a purchase, FurStyle's obligations depend on the applicable statutory rights.

For qualifying online transactions, the seven-day ECTA cooling-off right described above applies.

Outside of any statutory cooling-off or other consumer-law right, FurStyle may accept a change-of-mind return at its discretion.

Where FurStyle agrees to accept a voluntary change-of-mind return, the product should:

  • Be unused;
  • Be in its original condition;
  • Not be damaged;
  • Include all original accessories and components; and
  • Be returned in its original packaging where reasonably possible.

Unless otherwise required by law, the customer will be responsible for the cost of returning a voluntary change-of-mind return.

Important: This section does not limit any statutory rights you may have under the CPA, ECTA or any other applicable law.

7. Products That Have Been Used

For health, hygiene and safety reasons, certain products may not be eligible for a voluntary change-of-mind return once they have been used.

This does not affect your statutory rights where a product is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer-protection legislation.

8. Sale and Promotional Items

Products purchased during a sale, discount or promotional campaign remain subject to applicable consumer-protection legislation.

A reduced or promotional price does not remove or reduce your statutory rights.

Where a product is defective or otherwise qualifies for a statutory remedy, FurStyle will handle the matter in accordance with applicable law.

9. Refund Process

Once your return has been received and assessed, we will notify you of the outcome.

Where a refund is approved, the refund will generally be made using the same payment method used for the original purchase, where reasonably possible.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Where a statutory refund period applies, FurStyle will process the refund within the period required by applicable law.

For qualifying ECTA cooling-off cancellations, the applicable refund must be made within 30 days of cancellation.

10. Return Shipping Costs

Defective, faulty or incorrectly supplied products

Where a return is required because goods are defective or fail to meet the applicable statutory requirements, the return will be handled in accordance with the CPA.

Section 56 provides that qualifying defective goods returned within the applicable six-month period are returned at the supplier's risk and expense.

ECTA cooling-off cancellation

For a qualifying seven-day ECTA cooling-off cancellation, the consumer is responsible for the direct cost of returning the goods.

Voluntary change-of-mind returns

For voluntary change-of-mind returns outside statutory rights, the customer is responsible for the return shipping cost unless FurStyle agrees otherwise.

11. How to Request a Return or Refund

To request a return, refund, replacement or other remedy, please contact us:

Email:
furstyle8@gmail.com

Website:
https://furstyle.co.za/

Please include:

Order number:
Full name:
Email address:
Reason for return:
Photographs/videos, where applicable:

Please do not send products back without first contacting FurStyle and receiving return instructions.

12. Refunds Do Not Limit Your Legal Rights

Nothing in this policy is intended to:

  • Exclude or restrict any right that cannot lawfully be excluded;
  • Waive any consumer right provided by the CPA or ECTA;
  • Prevent a consumer from exercising a statutory remedy; or
  • Require a consumer to accept a remedy that FurStyle is not legally entitled to impose.

If any provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

13. Contact Us

If you have any questions about our Refund & Returns Policy, please contact:

FurStyle
Email: furstyle8@gmail.com
Website: https://furstyle.co.za/